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Unlimited Fibre Extra Speed

Nelstro
Dabbler
Posts: 12
Fixes: 1
Registered: ‎12-12-2016

Unlimited Fibre Extra Speed

I have been on an unlimited fibre extra contract since around May 2017, in the last month or so my line speed has decreased to around 33Mb from around 53Mb.

Can someone from customer support please raise a ticket as I can't get anyone on your online chat.

Many thanks

Neil
7 REPLIES 7
Plusnet Help Team
Plusnet Help Team
Posts: 14,214
Thanks: 4,409
Fixes: 718
Registered: ‎21-04-2017

Re: Unlimited Fibre Extra Speed

Hi Neil.

Our tests aren't showing a definitive cause for the drop in speed, but we can definitely see it.

Can you try connecting your router into the test socket as explained Here and if you don't see an increase, I'd then recommend raising a fault to us at http://faults.plus.net

Let us know how it goes or if you raise a fault and we'll make sure it's picked up as soon as possible.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Nelstro
Dabbler
Posts: 12
Fixes: 1
Registered: ‎12-12-2016

Re: Unlimited Fibre Extra Speed

I have plugged my router into the test socket and I am still receiving slow line sync speeds, I have run through the tests on the fault reporting page as instructed and created a ticket.

Cheers

Neil
Plusnet Help Team
Plusnet Help Team
Posts: 1,145
Thanks: 180
Fixes: 51
Registered: ‎09-10-2018

Re: Unlimited Fibre Extra Speed

Thanks for your post @Nelstro.

 

On further investigation, we can see that the line is currently 'banded' to 40mbps with no fault located and no further information as to why this is. For your information I have posted the test result below, omitting any account specific information:

 

GEA Test Detail
Circuit ID

<REDACTED>

Service ID <REDACTED>
 
 
Test Outcome Pass
Test Outcome Code GTC_FTTC_SERVICE_0000
Description GEA service test completed and no fault found .
Main Fault Location OK
Sync Status In Sync
Downstream Speed 33.5 Mbps
Upstream Speed 7.0 Mbps
Appointment Required N
Fault Report Advised N
NTE Power Status PowerOn
Voice Line Test Result Pass
Bridge Tap Not Detected
Radio Frequency Ingress Not Detected
Repetitive Electrical Impulse Noise Not Detected
Cross Talk Not Detected
Estimated Line Length In Metres 768.9
Upstream Rate Assessment Reasonable
Downstream Rate Assessment Reasonable
Interference Pattern Not Detected
Service Impact No Impact Observed
Home Wiring Problem Not Detected
Technology VDSL
Profile Name 0.128M-40M Downstream, Retransmission High - 0.128M-20M Upstream, Error Protection Off
Time Stamp 2019-06-12T19:30:00
Parameters MIN MAX AVG
Down Stream Line Rate 34.9 Mbps 39.9 Mbps 37.5 Mbps
Up Stream Line Rate 6.8 Mbps 7.1 Mbps 7.0 Mbps
Up Time 0.0 Sec 900.0 Sec 891.9 Sec
Retrains 0.0 1.0 0.0
Current and Last 15 Minute Bin Performance
Parameters Last Traffic Count(Upto 15 mins) Current Traffic Count(Upto 15 mins)
Start Time Stamp 2019-06-25T17:53:18Z 2019-06-25T18:08:18Z
Ingress Code Violation 7 7
Egress Code Violation 0 0
Errored Seconds 0 0
Severely Errored Seconds 0 0
Unavailable Seconds 0 0

 

Due to this, I've raised the issue to our suppliers and we now await their update. As soon as we receive it, we'll update you directly.

 

You'll shortly receive notification that we've opened a ticket on your account - no action is required by you at this time.

 

Please accept our sincere apologies for the inconvenience caused.

If this post resolved your issue please click the 'This fixed my problem' button
 Owen P
 Plusnet Help Team
Nelstro
Dabbler
Posts: 12
Fixes: 1
Registered: ‎12-12-2016

Re: Unlimited Fibre Extra Speed

Hi Owen

Thanks for passing along the info and attending to my request, much appreciated. I will update this post with the hopefully positive outcome.

Many thanks

Neil
Plusnet Help Team
Plusnet Help Team
Posts: 7,188
Thanks: 745
Fixes: 283
Registered: ‎01-01-2012

Re: Unlimited Fibre Extra Speed

Thanks for getting back to us @Nelstro.

We've just sent you a further update with the next steps.

If you can post back here once you've responded we'll get that picked up for you.

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Nelstro
Dabbler
Posts: 12
Fixes: 1
Registered: ‎12-12-2016

Re: Unlimited Fibre Extra Speed

Hi Matthew

I have responded to the ticket on my account asking why there is a need for an engineer visit when the test comes back as no faults listed and my profile is set to 40Mb, I am reluctant to accept the conditions of paying the £65 engineer fee if the problem is with the router, nothing has changed regarding the internal wiring and the speed is that shown in the router sync speeds.

I have suggested that you could perhaps attach the correct profile to my line before we go down the road of arranging access to the premises, this is very inconvenient for me due to work circumstances.

Please respond.

Many thanks

Neil
Plusnet Help Team
Plusnet Help Team
Posts: 14,592
Thanks: 363
Fixes: 101
Registered: ‎27-04-2007

Re: Unlimited Fibre Extra Speed

Hi Neil, I've just sent through a response to the fault ticket on your account: https://www.plus.net/wizard/?p=view_question&id=191520386

If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team